Medical billing and RCM
Medical billing teams: read this before you choose a phone service.
Revenue-cycle work means calls with payers, providers and patients about claims, and those calls usually involve protected health information (PHI). OttoCall does not claim HIPAA compliance or offer a business associate agreement (BAA), so it must not be used for calls or messages that contain PHI. This page explains what that leaves, and how to evaluate any provider.
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What gets hard
Why the BAA question comes first.
Most RCM calls contain PHI
Eligibility checks, claim status, denials and patient balances all involve information that identifies a patient and their care.
Recordings and voicemail hold data too
A phone service that records calls, transcribes voicemail or stores texts creates, receives or stores that information on your behalf.
Your clients will ask
Practices and hospitals expect their billing partner to show agreements with every service provider that handles their patients' data.
How OttoCall fits
Where OttoCall can fit: calls without PHI.
Some lines in a billing firm never involve patient information. Decide with your compliance adviser which ones those are before using any service that lacks a BAA.
Sales and business development
A business number and click-to-call for the team that talks to prospective practice clients about your services.
Recruiting billers and coders
Calls and texts with job candidates from company numbers, on desktop, web or mobile.
Vendor and internal lines
IT, finance and vendor calls that don't concern any patient, with queues and voicemail to a shared group.
Recording settings per queue
Recording is configurable per queue. If a line could ever carry PHI, the right answer is not to route it through a service without a BAA at all.
Which features, countries and number types apply to your plan is confirmed with you in writing before purchase. No CRM, helpdesk or other software integration is promised on this page — ask about the tools you use and we tell you honestly what is possible.
Implementation path
How to evaluate any phone service for an RCM firm.
- Step 1
Classify your lines
List every number and queue, and mark which could carry PHI: payer calls, patient calls, provider follow-ups, voicemail.
- Step 2
Ask for the BAA first
For any line that could carry PHI, ask each provider whether it signs a BAA and on which plans. OttoCall does not.
- Step 3
Check recordings and messages
Ask where recordings, voicemail and texts are stored, for how long, and who can access them.
- Step 4
Use OttoCall only for non-PHI lines
If OttoCall fits your sales, recruiting or internal lines, trial it there for 15 days with no credit card.
Clear boundaries, agreed before you buy.
We would rather answer hard questions in writing than promise something on a web page. OttoCall publishes no certifications, uptime guarantee or customer testimonials here.
OttoCall confirms in writing
- That OttoCall does not offer a BAA, if your clients ask
- Which countries and number types are available
- Recording, voicemail and retention settings on your plan
- Price per user and any number or calling charges
You confirm on your side
- Deciding with your compliance adviser which lines may involve PHI
- Keeping PHI off any service that has not signed a BAA with you
- Your agreements with the practices you bill for
OttoCall does not provide legal advice or regulatory assurances.
Frequently asked questions
Try OttoCall with your team for 15 days.
No credit card required. We set up your trial with you.